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Manufacturing customer storyGlobal clothing manufacturer

Iconic fashion brand reduces operational costs by 30% with generative AI from OpenText Content Aviator

Manufacturing customer story

About the clothing manufacturer

Well known as fashion pioneers, this global clothing manufacturer and retailer is recognized for its iconic brand and commitment to sustainability and innovation.

See how this global manufacturer used an AI assistant to boost productivity
  • Headquarters:
    USA
  • Employees:
    ~ 10,000

Summary

Challenges

  • As annual shipments continue to grow, so do the number of retailer shipping claims and queries.
  • Manual processes slowed down the accounts receivable team and risked inaccuracies.

Solution

  • Identified the opportunities of generative AI.
  • Participated in the OpenText Earn Your Wings program.
  • Proved the value of an AI content assistant.

Results

  • Achieved 83% AI accuracy during the proof of concept
  • Reduced revenue risks with faster claims processing
  • Laid the foundation to deploy OpenText Content Aviator

Challenges

  • As annual shipments continue to grow, so do the number of retailer shipping claims and queries
  • The accounts receivable team spent a significant amount of time manually searching for documentation
  • The team needed a way to analyze large volumes of shipping documents quickly and accurately so they could make fast, well-informed decisions

Retailing across more than 100 countries, this famous fashion label and clothing manufacturer is one of the world’s largest apparel companies. Employing more than 10,000 people, the company operates a portfolio of well-known brands.

To bring its products to customers around the world, the clothing company operates a complex distribution network. From its global manufacturing sites, the company ships its products to strategically located distribution centers before they make their final journey to retail partners.

To help ensure transparent and timely logistics, the company documents its product shipments at every stage: creation of packing slips, bills of lading, customer invoices, and proof of delivery as products move along the chain. If retailers believe there is an issue with a shipment—for example, that products are missing or that pricing is incorrect—they contact the accounts receivable (AR) team at the clothing manufacturer for assistance.

A representative from the clothing manufacturer explained: “We ship thousands of orders to our global retail partners every month, and order volumes are growing steadily year on year. Our goal is to deliver a seamless experience for retailers while managing any shipping issues quickly and cost-effectively.”

As its annual volumes of shipments grew, the clothing manufacturer saw that claims and queries from retailers were also on the rise.

“Our AR team was spending a significant amount of time manually sifting through documentation in multiple different source systems to verify information,” commented the company’s representative. “We saw an opportunity to streamline the claims process—not to just improve efficiency, but to free up our AR professionals to focus on higher-value activities. By automating the analysis of shipping documents, we’re enabling faster, more informed decision-making across the team.”

Delivery person unloading a product shipment

With OpenText Content Aviator handling the process, our AR teams can get the information they need in seconds.

Fashion label representative

Solution

By deploying a proof-of-concept based on OpenText™ Content Aviator™, including chat-based search, content discovery, summarization, and translation, the AR team could quickly find relevant documents, answer questions, and understand complex document sets.

Products deployed

Services provided

Identifying the opportunities of generative AI

For many years, the clothing manufacturer has relied on OpenText solutions to deliver secure and reliable enterprise content management capabilities to its global business. With the launch of an AI content assistant, the company saw an opportunity to put the latest advances in generative AI to the test.

“We have used OpenText™ Content Management (formerly Extended ECM) as our central content management platform for many years,” the company’s representative explained. “With OpenText Content Aviator, we’re now able to unlock far more value from that information—using AI-powered search, discovery, and analytics to access insights faster and support smarter, more proactive decision-making. It was a clear next step for our organization.”

Taking part in the OpenText Earn Your Wings program

The clothing manufacturer decided to take part in the OpenText Earn Your Wings program: a proof-of-concept (PoC) exercise designed to help enterprises rapidly take advantage of OpenText AI solutions. At the start of the PoC, they decided to test two scenarios: claims involving missing products and claims involving incorrect pricing.

“During the Earn Your Wings project, we worked closely with OpenText through a series of hands-on discovery workshops,” said the company representative. “The OpenText team brought a well-structured approach that helped us rapidly progress to creating minimum viable products for the new AI workflows.”

The representative added, “Another valuable aspect of the Earn Your Wings program is that OpenText provides the large language model and the OpenText Content Aviator platform—all we needed to bring was our data. We were very impressed by the team’s approach to security and data governance, and the fact that they had a turnkey platform greatly accelerated the PoC.”

Proving the value of AI content management

Working side-by-side with the clothing manufacturer, OpenText helped the company bring its vision for an AI-assisted claims process to life. Using retrieval augmented generation (RAG), OpenText Content Aviator provides fast and accurate answers to claims-related questions.

“If an AR employee is processing a product shortage claim manually, the key steps would be to find the invoices that match the relevant bill of lading, look in each document to find the carton count, and then calculate whether the total number of packages matched up with the information in the proof of delivery document,” said the company’s representative. “With OpenText Content Aviator handling the process, our AR teams can get the information they need in seconds.”

A shopper making a purchase in a clothing store

We think that OpenText Content Aviator is going to deliver a wide range of benefits, from improved satisfaction and productivity for our AR team to faster and easier onboarding for new employees. We’re looking forward to taking the next step on our AI journey with OpenText.

Fashion label representative

Results

The clothing manufacturer is using GenAI to bring greater speed and efficiency to the claims-handling process—achieving 83% response accuracy during the PoC. As a result, the company is preparing to deploy OpenText Content Aviator into full production.

Achieved 83% AI accuracy during the PoC

Over the course of the OpenText Earn Your Wings program, the clothing manufacturer achieved major improvements in accuracy for its AI use cases. While the first iteration of the OpenText Content Aviator solution delivered an accuracy rate of around 48% for claims-related queries, they boosted this rate to more than 83% by the end of the pilot.

“In a matter of weeks, we unlocked a 35-percentage-point increase in the accuracy of our AI content assistant across 31 claims-related queries,” explained the company’s representative. “OpenText Content Aviator has the potential to transform our entire approach to claims handling—enabling our existing AR team to handle a larger volume of claims with ease.”

Reduced revenue risks with faster claims processing

At the clothing manufacturer, any claims that cannot be processed within a strict service-level window are automatically accepted—leading to potential revenue risks. With an AI-powered approach, the company will be able to ensure that all claims can be investigated in a timely manner.

“Faster claims processing will not only accelerate the AR process and improve cash flow—it also enhances the overall customer experience,” commented the company’s representative. “This transformation isn’t just about operational efficiency; it’s about giving our customers confidence that their claims will be handled quickly and accurately. As we continue to grow globally, OpenText Content Aviator will be instrumental in helping us deliver on that promise.”

Prepared to deploy OpenText Content Aviator into production

Based on the positive results of the OpenText Earn Your Wings program, the clothing manufacturer has decided to put its AI content assistant into production. The company is now working with OpenText to move to the latest version of OpenText Content Management—laying the foundation to deploy OpenText Content Aviator.

“We think that OpenText Content Aviator is going to deliver a wide range of benefits, from improved satisfaction and productivity for our AR team to faster and easier onboarding for new employees,” concluded the representative from the clothing manufacturer. “We’re looking forward to taking the next step on our AI journey with OpenText.”

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